Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me At this point I am willing to accept the business's offer of getting a certified refurbished computer BUT ONLY IF IT IS ONE THAT HAS BETTER CONFIGURATIONS AND OVERALL IS A BETTER COMPUTER FROM WHAT I HAVE NOW I WILL NOT ACCEPT A CERTIFIED REFURBISHED one that is comparable to my current one because this is unfair for me to receive a comparable computer that is NOT brand new since I bought mine BRAND NEW Regards, [redacted]
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur records indicate the item has been delivered and a credit has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended The customer requested a similar computer at the same promotional price which our representative denied We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, as a one-time goodwill gesture for customer satisfaction reasons, processed an out of warranty repair at no charge to the customer As the customer’s warranty has expired, any future technical issues will need to be addressed via Dell’s fee-based out of warranty repair team We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] from Dell contacted meShe asked me to register a reseller account but I didn't get itI was totally confused and don't understand why I need to do soI asked her on the phone but got no explanationAnd later I responded her on the email ask for explanation, but there was no responseBelow are the email I send to [redacted] "Thank for your call todayI am very confused why I need to establish a Reseller accountCan you please explain ? I actually do not have any interest setting up such account but just intend to occasionally buy from your websiteDoes that mean if I do not establish a reseller account, I cannot buy from Dell anymore? If this is the case, can you please help me find a way to redeem my rewards, and then I will move away shopping with other companies online"It seems to me that Dell just want to get through this Revdex.com process and close the caseAs I talked to them, I can shop somewhere elseHowever, I still have >$rewards with them so I wanted to redeem them and get awayHowever, I placed another order today and it got cancelled again Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because: it is wrong and unreasonable on Dell's part to expect me to have a defective laptop that was faulty even during the warranty period Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, a return for graphics card has been processed under order# [redacted] ; furthermore, a replacement graphics card has also been processed under order# [redacted] Our representative followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: No one from the company has contacted me since I filed this complaintTheir response listed here is the response that they gave me when I first contacted DellI had the computer in my possession for less than daysThe unit is defectiveTheir response has been that the day window begins at the date the item is shipped not the date of receipt by the purchaserIt's a deceptive and not consumer friendly practiceI have had no contact with Dell since my contact with them to request a return Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that an onsite service was completed of September 26, 2016; furthermore, our representative confirmed hardware functionality Ms [redacted] is demanding restoration of her personal data, compensation, replacement, or refundOur records show that there was not any wrong doing by the Dell technician who provided technical assistance to Ms***, accordance with the terms and conditions of the limited hardware warrantyOur representative also informed Ms [redacted] of the terms and conditions of sale, which dictates that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Her request for data recovery, compensation, replacement, or refund was respectfully denied [redacted] We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, Sabrina, contacted the customer and authorized a new exchange with the correct specificationsThe representative has confirmed delivery of the exchange system and provided a return shipping labelPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customer and provided a ref# [redacted] posted January 9thWe ask that the customer follow back up with his bank with any further questionsSincerely, Advanced Resolution Group FID # [redacted] Dell
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at [redacted]
Thank you for providing a copy of the customer submission A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution The representative can bereached directly by email at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that due to parts availability issues, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on September 22, under FedEx Tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @EDell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 01/27/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceAt this time the agent continues to work with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had the customer’s computer repaired and processed a concession for his troubles Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I understand that the promotion ended, but I tried for a week to contact them to fix the issue and then I was told that nothing can be doneThat's unacceptable, they never wanted to help me Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I chose to not accept calls due to the frustrations of customer serviceI wanted my comppaint to be heard which now Dell is calling after I complained Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission The customer has contacted the Better Business Bureau regarding a Dell Alienware RNotebook Computer he had purchased from CostCo The customer has reported issues with the Liquid Crystal Display (LCD) on the computer and each repair attempt by Dell, per the customer, has failed The customer ideally, would like a refund, however, Dell is unable to provide Mr [redacted] a refund since he did not purchase the system from Dell; if the customer wishes a refund, they will need to contact their seller to make this request Our records indicate Dell representative; [redacted] has explained to the customer a refund is not possible however, Dell will stand by the hardware warranty and address the LCD concerns appropriately [redacted] had authorized an onsite service call to replace the necessary parts on the computer but had informed the customer if there remains an issue, then the best course of action will be to ship the computer to the depot for repair; at that time, the customer agreed to this resolution The customer has reported there remains an issue with the LCD after the onsite service call was completed, so [redacted] suggested the depot repair Mr [redacted] has declined to accept the depot repair at this time He has expressed he wishes a refund only We hope the customer changes his mind and accepts the depot repair as Dell remains ready to help the customer per the Terms and Conditions of the hardware warranty The customer has [redacted] ’s contact information should they change their mind and accept support from Dell Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I haven't received the refund yetDell site shows it's still waiting to receive the return but Ups shows it was delivered days agoI don't understand the reason for the difference Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me At this point I am willing to accept the business's offer of getting a certified refurbished computer BUT ONLY IF IT IS ONE THAT HAS BETTER CONFIGURATIONS AND OVERALL IS A BETTER COMPUTER FROM WHAT I HAVE NOW I WILL NOT ACCEPT A CERTIFIED REFURBISHED one that is comparable to my current one because this is unfair for me to receive a comparable computer that is NOT brand new since I bought mine BRAND NEW Regards, [redacted]
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur records indicate the item has been delivered and a credit has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended The customer requested a similar computer at the same promotional price which our representative denied We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, as a one-time goodwill gesture for customer satisfaction reasons, processed an out of warranty repair at no charge to the customer As the customer’s warranty has expired, any future technical issues will need to be addressed via Dell’s fee-based out of warranty repair team We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] from Dell contacted meShe asked me to register a reseller account but I didn't get itI was totally confused and don't understand why I need to do soI asked her on the phone but got no explanationAnd later I responded her on the email ask for explanation, but there was no responseBelow are the email I send to [redacted] "Thank for your call todayI am very confused why I need to establish a Reseller accountCan you please explain ? I actually do not have any interest setting up such account but just intend to occasionally buy from your websiteDoes that mean if I do not establish a reseller account, I cannot buy from Dell anymore? If this is the case, can you please help me find a way to redeem my rewards, and then I will move away shopping with other companies online"It seems to me that Dell just want to get through this Revdex.com process and close the caseAs I talked to them, I can shop somewhere elseHowever, I still have >$rewards with them so I wanted to redeem them and get awayHowever, I placed another order today and it got cancelled again Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because: it is wrong and unreasonable on Dell's part to expect me to have a defective laptop that was faulty even during the warranty period Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, a return for graphics card has been processed under order# [redacted] ; furthermore, a replacement graphics card has also been processed under order# [redacted] Our representative followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: No one from the company has contacted me since I filed this complaintTheir response listed here is the response that they gave me when I first contacted DellI had the computer in my possession for less than daysThe unit is defectiveTheir response has been that the day window begins at the date the item is shipped not the date of receipt by the purchaserIt's a deceptive and not consumer friendly practiceI have had no contact with Dell since my contact with them to request a return Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that an onsite service was completed of September 26, 2016; furthermore, our representative confirmed hardware functionality Ms [redacted] is demanding restoration of her personal data, compensation, replacement, or refundOur records show that there was not any wrong doing by the Dell technician who provided technical assistance to Ms***, accordance with the terms and conditions of the limited hardware warrantyOur representative also informed Ms [redacted] of the terms and conditions of sale, which dictates that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Her request for data recovery, compensation, replacement, or refund was respectfully denied [redacted] We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, Sabrina, contacted the customer and authorized a new exchange with the correct specificationsThe representative has confirmed delivery of the exchange system and provided a return shipping labelPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customer and provided a ref# [redacted] posted January 9thWe ask that the customer follow back up with his bank with any further questionsSincerely, Advanced Resolution Group FID # [redacted] Dell
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at [redacted]
Thank you for providing a copy of the customer submission A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution The representative can bereached directly by email at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that due to parts availability issues, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on September 22, under FedEx Tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @EDell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 01/27/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceAt this time the agent continues to work with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had the customer’s computer repaired and processed a concession for his troubles Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I understand that the promotion ended, but I tried for a week to contact them to fix the issue and then I was told that nothing can be doneThat's unacceptable, they never wanted to help me Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I chose to not accept calls due to the frustrations of customer serviceI wanted my comppaint to be heard which now Dell is calling after I complained Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission The customer has contacted the Better Business Bureau regarding a Dell Alienware RNotebook Computer he had purchased from CostCo The customer has reported issues with the Liquid Crystal Display (LCD) on the computer and each repair attempt by Dell, per the customer, has failed The customer ideally, would like a refund, however, Dell is unable to provide Mr [redacted] a refund since he did not purchase the system from Dell; if the customer wishes a refund, they will need to contact their seller to make this request Our records indicate Dell representative; [redacted] has explained to the customer a refund is not possible however, Dell will stand by the hardware warranty and address the LCD concerns appropriately [redacted] had authorized an onsite service call to replace the necessary parts on the computer but had informed the customer if there remains an issue, then the best course of action will be to ship the computer to the depot for repair; at that time, the customer agreed to this resolution The customer has reported there remains an issue with the LCD after the onsite service call was completed, so [redacted] suggested the depot repair Mr [redacted] has declined to accept the depot repair at this time He has expressed he wishes a refund only We hope the customer changes his mind and accepts the depot repair as Dell remains ready to help the customer per the Terms and Conditions of the hardware warranty The customer has [redacted] ’s contact information should they change their mind and accept support from Dell Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I haven't received the refund yetDell site shows it's still waiting to receive the return but Ups shows it was delivered days agoI don't understand the reason for the difference Regards, [redacted]